Fixing Stripe Account Problems

Find the status shown at the top of the Payments page (in the left menu, below Orders), then follow the steps below. For what each status means, see Connecting your Stripe account.

Setup incomplete

You started setup but did not finish Stripe's form. The missing details can only be entered through that form, so your Stripe Dashboard and Stripe support cannot complete it for you.

1. Click Payments in the left menu.
2. Click Continue with Stripe.
3. Complete Stripe's form and return to Equaticket.

Information submitted

Nothing to do. Stripe has your information and is confirming your account details. The Payments page says Waiting for Stripe for both payments and payouts, and updates by itself when Stripe is ready. Stripe usually confirms this within a few minutes. If it needs to check documents, it can take a few business days. We email you when your Stripe connection is complete, and if Stripe needs anything else from you. If you want to look, click View your information in Stripe. On the event Publish step, click Re-check Stripe to refresh the checklist.

Action required

Stripe needs more information to keep your payments active. Buyers may not be able to complete paid checkout until this is done.

1. Click Continue setup on the Payments page.
2. Provide what Stripe asks for (often an ID document or business details).
3. Once Stripe accepts it, the status changes to Connected.

Note: Stripe needs a few more details

While you are setting up for the first time, Stripe often asks for more details, such as an ID document. The dashboard shows an informational note (not an urgent banner): Stripe needs a few more details to finish setting up payments. Nothing is wrong. Click Continue with Stripe (or Continue setup on the Payments page) and provide what Stripe asks for. We do not pause anything or email you about it.

Restricted

An urgent banner (Your Stripe account is restricted) appears only when payments are off or Stripe has restricted your account.

Stripe has turned off payments. When this happens, we pause your published events and email you.

1. Click Manage in Stripe on the Payments page, or open your Stripe Dashboard, and resolve everything Stripe lists.
2. When Stripe turns payments back on, we email you that your account is active again.
3. The events we paused go live again on their own once payments are back on, and the email says so. Events you paused yourself afterwards, events that have already ended, and events we paused before this automatic restore existed stay paused. Open each one, go to the Publish step and click Republish event.

Bank payouts pending

You can still sell tickets. Payments are Active, and Stripe has not turned on bank payouts yet. Open your Stripe Dashboard from Manage in Stripe to see what it still needs.

Not connected

If you never connected Stripe, click Connect Stripe on the Payments page. If the link between Equaticket and your Stripe account was removed, usually because it was disconnected from the Stripe Dashboard, we pause your published events and email you. Your event data is kept. These events do not go live again on their own, so you publish them again after reconnecting.

1. Click Connect Stripe on the Payments page. This sets up a new connected Stripe account.
2. Complete Stripe's form.
3. Republish each paused event from its Publish step.

If Stripe closed your account entirely, you will need to set up a new one the same way.

Verification deadline coming up

If the Payments page shows a Verification deadline, you are still selling. Provide what Stripe asks for before that date. We email reminders 7 days, 3 days and 1 day before it.

Still stuck? Contact us.